Pablo Garcia Rodas Email & Phone Number

San Francisco, Ca, Us

San Francisco , California , Us

I was one of the first hires for Plaid's newly formed consumer support team. I was able to assist in developing new processes and workflows as part of a team that interfaced with a whole new subset of users. I worked directly with end-users to find solutions to issues by making use of data analysis tools such as Kibana, Mode, and other internal services. I was able to collaborate and provide feedback on internal tool development to improve our workflows.I've been able to work cross-functionally with Product and Engineering teams to test and monitor performance on our Consumer Portal, as well as with BizOps and Growth teams to provide support by covering gaps on our current OAuth migration efforts

San Francisco, California, Us

I was responsible for triaging bugs, issues and feature requests reported by internal users, prioritizing their execution against our backlog and communicating updates back to stakeholders. I worked closely with finance, operations and collections to document, write PRDs, and create user stories focused around improving collections performance, increasing revenue, and optimizing our ability to disburse loans I Conducted user interviews and user testing to find pain points and areas of improvement in our customer-facing screens.

San Francisco, California, Us

I managed our service desk team, in charge dealing with escalations from all sides of the business. We supported all teams in operations and sales, and helped them run their business fluently. We also supported partner associates and often communicated directly with our customers. Ticket volume during my tenure was at around 7,000 escalations a month. We managed to go through our backlog with a team of 8 while maintaining an overall response and resolution SLA of 89% and an external SLA of > 95%. We achieved this by simplifying our workflow and implementing processes to gain efficiencies within the team.I was also responsible for delivering business updates to other managers and directors in the organization and create reports to look for areas of opportunity.

San Francisco, California, Us

I helped resolve all kinds of escalations, from questions about credit and fraud prevention to technical issues with our iOS app and loan servicing web app.I collaborated with other teams in operations to make sure they could carry on their day to day tasks. I triaged issues, bugs, and process defificencies to other business owners if a resolution to the issue cound not be found within the tools I was using.

Schiller Park, Il, Us

Bachelor'S Degree, Music Performance - Jazz Guitar

Product Management Certificate

Front End Development

Associate Of Arts - Aa, Recording Arts Technology/Technician